IPCCE
IPCCE: IP Based Contact Center Enterprise
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Course Description |
IPCC Pre Routing Call Flow
- Lecture on IPCC Pre Routing from IXC Call Flow
IPCC Post Route from CallManager Call Flow
- Lecture on IPCC Post Route from CallManager Call Flow
Configure CallManager for IPCC
- Adding an IP Phone
- Adding a User
- Adding Additional IP Phones
- Configure a Route Point
CRS Script Editor
- Lecture and demo on CRS Script Editor
Create a CRS Script
- Create the CollectDigits.aef Script
Configure IPIVR for IPCC
- Initial Setup Configuration
- Provisioning the JTAPI Provider
- JTAPI Call Control Group Configuration
- Verifying the CTI Port Associations
- Cisco Media Termination Dialog Group Configuration
- Uploading Prompts to Repository
- Uploading Scripts to Repository
- Creating an Application
- Configuring the ICM Subsystem
ICM Configuration
- Configure Network VRU
- Configure Network VRU Script
- Configure Peripheral Gateway PG1A
- Configure IPIVR Network Trunk Group and Trunk Group
- Configure a Generic Service for Translation Routes
- Configure Agent Desk Setting
- Configure Peripheral Gateway PG2A
- Configure CM Network Trunk Group and Trunk Group
- Configure Skill Group for PreSales
- Configure Additional Skill Group for PostSales
- Configure an Agent
- Configure an Additional Agent
- Creating a Supervisor
- Creating an Agent Team
- Configure a Device Target and Label
- Configure Additional Device Target and Label
- Configure a Call Type
- Configure a Dialed Number
- Mapping the Dialed Number to a Call Type
ICM Component Installation
- Installing Peripheral Gateway PG1A (IPIVR)
- Starting Peripheral Gateway PG1A
- Install the Cisco JTAPI Plug in
- Installing Peripheral Gateway PG2A (CM)
- Installing CTI Gateway CG2A (CTI Server)
- Starting the Processes
CTIOS and CTIOS Desktop
- Installing CTI Object Server (CTI OS)
- Installing Cisco CTIOS Softphone
- Login to CTIOS Supervisor and Agent Desktop
Translation Route Wizard
- Translation Route Wizard
ICM Script and Call Tracer
- Create the ICM Translation-Routing Script named TransRoute
- Testing the TransRoute Script using Call Tracer
- Testing the TransRoute Script using phones
System IPCC Installation
- Initial Setup Configuration
- Installing Cisco JTAPI Plugin
Deployment Wizard
- Web Administration Deployment Wizard
Post Installation Configuration
- Configure a Desk Setting
- Configure an Agent
- Configure a Team
- Configure a Skill Group
- Configure a Call Type
- Configure a Dialed Number
- Configure IVR Scripts
- Configure Network IVR
Cisco Agent Desktop (CAD)
- Lecture on Cisco Agent Desktop (CAD)
Cisco Desktop Applications Installation
- Install Cisco Desktop Administrator (CDA)
- Install Cisco Agent Desktop (CAD)
- Install Cisco Supervisor Desktop (CSD)
System IPCC Script
- Creating the IPCC Sales Script
- Testing Call Routing
CAD Workflow
- Install Cisco Desktop Administrator (CAD)
- Cisco Agent Desktop User Interface Home Page
- Agent Desktop Work Flow Creation
- Testing Cisco Agent Desktop Work Flow
Cisco Outbound Option
- Lecture on Cisco Outbound Option (CAD)
Cisco Outbound Option Installation
- Joining the IPCCDialer to the Domain
- Installing the Outbound Dialer
- Machine Wizard/Deployment Wizard (for IPCCDialer)
- Configure Outbound Call Types
- Configure Outbound Dialed Numbers
- Configure the Outbound Skill Group
- Enable the Outbound Option Call Variables
- Outbound Option System Options Configuration
- Outbound Option Dialer Configuration
- Outbound Option Import Rule Configuration
- Outbound Option Query Rule Configuration
- Outbound Option Campaign Configuration
- Enable Outbound Mode for Cisco Agent Desktop
- Configure CallManager Device Pool
- CallManager Bulk Administration Tool (BAT)
- Adding a CTI Route Point for Outbound Abandon
- Create an Outbound Administrative Script
- Create an Outbound Reservation Script
- Create an Outbound Abandon Script
- Create the Sales_Survey.txt Data File
Parent/Child
- Lecture on Cisco Parent ICM/Child IPCC Relationship
- Instructor led Lab exercise on installing/configuring Parent/Child
- Labs
- Test & Presentation
